We performed a comparison between JIRA Service Management and Kaseya Vorex based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The initial setup is straightforward."
"The simplicity is good for our clients. The price is good."
"Transparency of the system helps both internal and external persons involved."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The most valuable features of this solution are Incident and Request Management."
"The platform's most valuable feature is the ability to produce daily summary reports."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"In-built chat is missing in JIRA Service Management."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"Kaseya Vorex's customization features could be better."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Kaseya Vorex is ranked 29th in Help Desk Software with 1 review. JIRA Service Management is rated 8.2, while Kaseya Vorex is rated 6.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Kaseya Vorex writes "Generates comprehensive system status updates for trend analysis, but the customization features need enhancement". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Kaseya Vorex is most compared with .
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